AccountId: 011433970860
ContactId: c6368b2b-7bee-4503-912c-b5d6daf61ca9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287859 ms
Total Talk Time (AGENT): 105074 ms
Total Talk Time (CUSTOMER): 84096 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/c6368b2b-7bee-4503-912c-b5d6daf61ca9_20250129T13:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, hi, good morning. My name is [PII] and I'm calling from Digestive Medicine Associates. I'm calling regarding a patient that is, uh, well, I have uh two patients that they're gonna do, um, procedures and any benefits?
[AGENT][NEUTRAL] OK, spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, mainly, and you're needing eligibility and benefits. Did you say this is in a doctor's office or outpatient facility?
[CUSTOMER][NEUTRAL] Could
[CUSTOMER][NEUTRAL] Uh, this is the doctor's office.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] OK, the policy number is 234-079-9.
[AGENT][NEUTRAL] Phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Sure, thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] That's.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is uh [PII] Late [PII].
[AGENT][POSITIVE] Thank you thank you for that information.
[AGENT][NEUTRAL] Male, let me give you the current policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 2581839.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Showing this policy became effective.
[AGENT][NEUTRAL] [PII] currently active?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the physician visit fee or the co-pay.
[CUSTOMER][NEUTRAL] Um, this will be for a
[AGENT][NEUTRAL] It's not, it's not
[CUSTOMER][NEUTRAL] This will be for outpatient, um, but I mean endoscopy.
[AGENT][NEUTRAL] I thought you said office. OK, so outpatient diagnostic.
[CUSTOMER][NEUTRAL] Well, I'm calling from the office.
[AGENT][NEUTRAL] OK. And so is it a diagnostic test in an office setting or diagnostic facility?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's in an ambulatory surgery center. It's an endoscopy.
[AGENT][NEUTRAL] OK, so that's outpatient. OK, so the maximum outpatient benefit is up to $500.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's per calendar day.
[AGENT][NEUTRAL] And this information is verification only. It does not guarantee payment of a claim. And did you have any other questions, Male I can assist with today?
[CUSTOMER][POSITIVE] That's it, thank you, and I have another patient whenever you're ready.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the next policy number?
[CUSTOMER][NEUTRAL] It's um 025564.
[CUSTOMER][NEUTRAL] 82 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] And it's an outpatient diagnostic test?
[CUSTOMER][POSITIVE] It is yes.
[AGENT][NEUTRAL] OK, so the policy effective date is [PII]. The policy is active at this time. I'm showing the maximum outpatient benefit is up to $8700 per calendar year per covered person.
[AGENT][NEUTRAL] And this information is verification, not a guarantee of payment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'll see if any of this has been used. I don't show any claims on file for this patient at this time and any other questions, Mane?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's it. Thank you. And can I get a reference number for this call, please?
[AGENT][NEUTRAL] You'll use my name in today's state as your reference, [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you very much and have a nice day.
[AGENT][POSITIVE] You're welcome thanks for calling ATL. Have a good day as well.
[CUSTOMER][NEUTRAL] Alright bye bye.